Nuance comm D60709-22 manual Troubleshooting, SafeCom Help Desk Assistant, Servlets

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5 Troubleshooting

5 Troubleshooting

5.1SafeCom Help Desk Assistant

We want your SafeCom solution to be one that reduces not only print costs, but is also easy to support. In the following you will find useful troubleshoot hints. The most common problems reported by end-users have been compiled into an online SafeCom Help Desk Assistant available at safecom.eu/help

5.2Servlets

SafeCom has implemented two servlets to improve diagnostics data in SafeCom Device Server:

∙/debug/dump/heap

∙/debug/dump/threads

Enter the path to the SafeCom Device Server in a browser followed by the paths to the servlets.

Example: http://<DeviceServerAddress>:8080/debug/dump/heap

Note: These servlets have been implemented in order to assist SafeCom Support in diagnosing severe failures regarding SafeCom Device Server. Therefore we recommend only making the thread and heap dump on request from SafeCom Support Technician.

5.3SafeCom Administrator: Unable to locate all SafeCom devices

1.In SafeCom Administrator click on the Preferences menu, Options and verify that the list of Broadcasts addresses on the Network tab is correct.

2.Check that the LAN LED on the front of the SafeCom Controller is solid on as this indicates that it has an IP address.

3.Contact a network administrator that has access to the DHCP server.

Obtain the SafeCom Controller’s MAC address. It is printed on the white label on the bottom of the SafeCom Controller. The MAC address is a 12- digit hexadecimal number. Example: 00C076FF00F2. The network administrator can login to the DHCP server and see the IP address that is assigned to the SafeCom Controller.

Once you have the IP address click Add device… in SafeCom Administrator.

5.4Copy jobs are not tracked

Please check the following:

D60709-22

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Contents Nuance SafeCom Go Sharp Nuance Communications, Inc Table of Contents Regulatory information Index Requirements IntroductionSafeCom Go Sharp ∙ SafeCom Device ServerSafeCom Go Sharp supported Sharp OSA-enabled MFPs Serial SafeCom ID DevicesSafeCom Go Sharp supported SafeCom ID Devices Identification MethodSharp device passwords Available documentationAbout this manual Document history Introduction SafeCom Go Sharp Device server SafeCom Go Sharp Device server installationInstallation OverviewInbound on SafeCom Device Server Protocol Outbound on SafeCom Device Server ProtocolLogin to SafeCom Device Server Configure SafeCom Device ServerLogin to SafeCom Device Server Add SafeCom ServerDevice Server config.ini Description DefaultAdd device to a SafeCom Device Server Device iconsAdd device via SafeCom Device Server Click the Add device tool buttonAdd device via SafeCom Administrator Add device server Start SafeCom AdministratorAdd device server device SafeCom Go Sharp Device server Configure device in SafeCom Device Server Now Remote Operating. Please do not turn off the Power∙ Network settings ∙ Device information∙ Device settings Card ID code Card or ID codeExternal Accounting Application Settings ∙ Device PropertiesSafeCom Go Sharp How to Select login methodEnable Copy Get the SafeCom Go Sharp softwareEnable SafeCom Mobile Pull Print Enable E-mailControl user access rights Register deviceRestore factory default Configuration Field Default value SettingsUninstall SafeCom Go Sharp Write down the IP address of the device Installation with SafeCom ControllerSafeCom Controller IP address / hostnameSwitch off the power to the device Connect hardwareFind it via Broadcasting Add device in SafeCom AdministratorIP address known from Dhcp server Click Broadcast…Example mysharp.safecom.eu Configure the Sharp device web interface New Sharp devicesHttp//ip address/soapsharp/safecom.scx Click Standard Application Settings SafeCom Controller Application Name enter Pull Print Sharp Web Interface old models Click External Accounting3Click Standard Applications Application Name enter Pull Print Login to the SafeCom Controller Web Interface Configure the SafeCom Controller Web InterfaceAdvanced Configuration web SafeCom web Printer web Copy Idle Timeout is ignoredPrinter Manufacturer should be Sharp SafeCom Go must be YES SafeCom Go for Controller How to Enable copy tracking for ControllerChange Copy Enabled to YES Click Save and Continue Specify SafeCom Server and device connectionSet password to prevent unauthorized access Assign a fixed IP address to the SafeCom Controller Disable the Test buttonEnable Copy Control Select user identificationResend configuration Enable High Speed PrintAccess Sharp MFP’s System Settings Click Restore Factory DefaultOpen the Sharp MFP’s web page and login Login Using SafeCom Go SharpSharp device with SafeCom Device Server Main menu Pull Print Document list Tap Pull PrintCopy Account Select billing codeEnter PUK code Tap PUK code Register card with PUK codeLogout Enter PUK code and PIN code Tap PUK codeLogin with ID code and PIN code Tap ID code Control panel LoginLogin with ID code Tap ID code Sharp device with SafeCom ControllerLogin with Windows Tap Documents Copy SafeCom Help Desk Assistant TroubleshootingSafeCom Administrator Unable to locate all SafeCom devices ServletsPrint performance is slow MFP reports Could not access the accounting server…ERROR5000 Processing is in motion At the printer No billing codes availableDevice Server Configuration of devices failed SafeCom reader does not workRegulatory information Index Page Index D60709-22